Associate Director, Patient Navigator Services

Job Summary:

The Associate Director, Patient & Provider Navigator Services has primary responsibility for overseeing the navigator program in partnership with a 3^rd party supplier and oversee daily REMS operations. The patient and provider navigator team is a non-sales team, focused on supporting patients and healthcare professional offices with product access and reimbursement, affordability programs, mitigate specialty pharmacy issues and provide on-label clinical education support.  This role will be accountable to ensure an optimized experience for patients and caregivers, as well as office staff, including physicians, nurses and office managers who treat and/or support patients with our products. The role will partner with cross-functional internal teams to actively monitor and measure customer experience/satisfaction and execute operational excellence. 

The successful candidate will be responsible for the training, daily operational oversight and leadership of this critical patient/provider support team and REMS operations for the upcoming product launch of aficamten. This leader will have a thorough understanding of the patient medication journey, starting with the prescribing decision and will have experience managing a team. This role will report directly to the Head of Patient and Provider Support Services.

Duties and Responsibilities:

• Act as the single point of contact for the Patient/Provider Navigator and REMS team; establish governance for effective oversight of the service provider.
• Develop and implement solutions to improve the patient medication treatment experience for prescribed products with primary focus on helping patients navigate access and adherence to the product.
• Collaborate with cross-functional teams such as Trade & Distribution, Sales & Marketing, Data & Insights and Medical Affairs to develop and implement the integrated Patient and Provider medication treatment journey.
• Actively manage navigator and REMS performance against set objectives and SLAs and resolve operational issues that may hinder a seamless patient experience and delay a patient from starting therapy.
• Partner with Reporting & Insights function for the standard reporting and insight generation required to monitor performance and drive continuous improvement.
• Support training of the team and ensure compliance with all applicable policies and procedures
• Ensure all relevant policies, SOPs, and work instructions are developed and maintained.
• Responsible for financial management of the function, including budget, contract management, resources and ensuring productivity against impact is delivered.
• This role will be based in Radnor, PA or South San Francisco, CA office; there will be travel required (estimated at 30+% of time) to engage with the Navigator team members and/or customers. 

Education and Qualifications:

• Bachelor’s Degree required
• At least 5 years experience in rare disease and/or patient support solutions (required)
• Experience launching products in biopharma industry (required)
• Prior experience managing outsourced service provider(s)
• Experience in specialty pharmacy and REMS design, launch execution and daily monitoring
• Demonstrated experience of direct leadership of a functional team and/or significant experience leading in-direct teams; including exemplary coaching skills
• Demonstrated leadership skills with ability to drive decision-making and results, ability to meet both the needs of the business and the customer
• Demonstrated problem solving skills with ability to identify, implement and monitor solution outcomes.
• Excellent collaboration and interpersonal skills; able to foster cooperation and lead cross-functionally.
• Excellent written and oral communication skills to effectively convey complex information to stakeholders.
• Effective facilitation skills; appropriately speaks up to raise issues; keeps team and management fully apprised of initiative status and issues
• Demonstrated accomplishments in delivering objectives of new projects/initiatives